Gestão do trabalho e produtividade no setor de serviços: a conquista do “espírito”

Abstract

This thesis aims to elucidate the problem in the service sector focusing on new "strategies" in the subjective involviment of worker. In the period of the 2000s, the power in the service sector grew in Manaus, in particular, fast food Habib's, became visible in many neighborhoods in Manaus. Our purpose is to understand how workers are trained to work within the corporation and the what company expects of them for the exercise of the function. The research took place in different times, the first and second chapter were built concurrently, by theoretical references and information on the Internet at specialized sites of administration area and economy. Indispensable were the theoretical analysis (Harvey, Castells, Ritzer, Antunes and Fontenelle) to understand the current situation of capitalism and the expansion of fast food. The third capitalism was further developed through visits to the administrative office of Habib's Master, Manaus - AM and questionnaire with closed questions answered by e-mail to a Habib's HR official. It is also present, the analysis of speeches and interviews of those involved with the company through recorded videos. In the first chapter we understand that the productive restructuring, unemployment and precarious work as important elements that led the theories of business and economics to seek solutions to the economic crisis. But the appearance of fast food is closely linked with the growing American urbanization. In the second chapter, the goal is to show how McDonald's became reference to the other restaurants serving as a model in understanding how is it organized and operates requiring a type of worker. The third chapter deals how is training of workers through training, test, discussion, bulletins provided by fast food, the politics and values of the company that, often, brings losses to the employee, whether in health or in entitled to claim collective struggles as working class.